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RFP-2 – Scope of Work <br />RFP# PWD 25.604 City of Pleasanton, CA RFP-2 | Page 25 <br />Internal Use Only <br />2.4.2.1 Service Level <br />2.4.2.1.1 Software Availability <br />Contractor will use commercially reasonable efforts to provide at least 98% uptime availability of the SaaS <br />application per month. Contractor shall be responsible to proactively report any service level breaches and apply <br />credits automatically. <br />2.4.2.1.2 Change Management. <br />The Contractor follows a standardized change management and release communication process. Upgrades, <br />maintenance, and patches are typically performed after hours or during low‑usage periods to minimize <br />operational impact. <br />For planned releases, advance notification is provided to impacted users, generally 7–14 calendar days for major <br />releases and approximately 5 calendar days for minor releases, via email or standard release communications. <br />Notifications include high‑level timing and expected impact. Emergency maintenance or security updates follow <br />an expedited notification process based on urgency. <br />The Contractor maintains internal change tracking and rollback procedures appropriate to the nature of the <br />change. Release communications and execution are managed using Contractor standard processes and tools. <br />2.4.2.1.3 Functional Availability <br />A.The Contractor shall prioritize the correction of any Billing Impediment and shall endeavor to correct <br />such problems within 72 hours after issue identification. Other issues are considered a bug and fixes will <br />be implemented upon an assigned software major or minor release schedule. The contractor will <br />provide accurate and timely meter reading data through the established interface to City systems, <br />including but not limited to, that with an accurate and timely billable read within 48 hours of the <br />readings of the water meter. <br />B.The Contractor will provide the City with a software user interface that displays (data, graph, tabular) <br />accurate data including meter readings (raw reading and adjusted to proper unit of measure), <br />temperature (when available), weather (when available), pressure (when available) and other data that <br />is stored in the AMI Software. <br />C.The Contractor will provide software functionality including continuous leak detection, zero <br />consumption, high consumption alerts, etc. <br />D.The Contractor will provide meter data (interval/consumption data or other available meter data) to the <br />City’s CIS and Customer Portal through API(s) or flat file interface(s). <br />2.4.2.1.4 Maintenance Window and Notice <br />A.All upgrades, maintenance and patches are performed after hours (i.e. from 8:00 PM Pacific Time and <br />11:59 PM Pacific Time) and/or on weekends to avoid downtime situations during normal business hours. <br />B.Major Releases: 7-to-14-calendar days’ advance notification is provided to utility users who have <br />credentials to access the platform. The notice will advise users of the scheduled downtime which is <br />normally scheduled to occur between 8:00 PM Pacific Time and 11:59 PM Pacific Time. <br />C.Minor Releases: may include bug fixes and security patches, shall be provided with 5-calendar days’ <br />advance notification; these updates shall be scheduled to occur between 8:00 PM Pacific Time and <br />11:59 PM Pacific Time. Upgrades or patches that require longer implementation time shall be conducted <br />over a weekend. <br />Docusign Envelope ID: 6AD75F50-8A33-85A5-8039-9E3E1257A838Docusign Envelope ID: 177582DA-4F1C-8834-813C-BC4FD03AA45E